As we are all only too aware, the utility sector's regulatory landscape is changing, with new incentive mechanisms coming into play in a bid to drive greater performance in customer and stakeholder satisfaction. Now, six months in to RIIO GD1, and with the pain and gain factor prompted by these shifts in the regulatory framework so influential, there are some who would argue that the sector is still in the foothills when it comes to customer experience. With this in mind, it could be argued the sector would benefit from widening its field of view to other sectors in which customer satisfaction is perhaps more established as a core component of successful business strategy.
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